Player Services Manager

Gulfstream Park Racing; Florida; On-site; USD 71,000 - 97,000; Full time

Job summary

Gulfstream Park Racing in Hallandale Beach, FL is seeking a Player Services Manager to oversee guest experience efforts by the Players Club and Casino Host Team, ensuring the highest level of service for all guests.

This role supervises the Champions Club and Player Development staff, coordinates promotions with Casino Marketing, plans events, and maintains internal controls, safety standards, and regulatory compliance.

Qualifications

• Two years prior experience in hospitality/customer service.
• Three years’ experience in supervision/management, goal setting and budget development.
• Ability to obtain and maintain a valid Florida gaming license
• Strong written and oral communication skills
• Ability to work with guests, peers, and regulatory personnel
• Strong computer skills including Microsoft Office Products

Responsibilities

• Oversee daily operation of the Champions Club and Player Development.
• Supervise staff of 2 Players Club Supervisors, 1 Lead Club Rep, 3 Club Reps and Casino Host team.
• Handle customer issues via phone, email or in person and guarantee high levels of guest service.
• Liaise with Casino Marketing for promotions and events.
• Ensure compliance with internal controls and safety procedures.
• Promote loyalty through events and player development activities.

Skills

Customer service

Communication skills

Problem solving

Microsoft Office

Tools

Microsoft Office

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Player Services Manager

Full Time Hallandale Beach, FL, US

3 days ago Requisition ID: 1504

Salary: $84,000.00 Annually

Job Overview

Oversee all aspects of the guest experience efforts made by the Players Club and Casino Host Team, for all Gulfstream guests.

Essential Duties and Responsibilities

• Responsible for the daily operation of the Champions Club and Player Development.
• Oversees a staff of 2 Players Club Supervisors, 1 Lead Club Rep, 3 Club Reps. and Casino Host team.
• Exercises full complimentary authority and assure patron satisfaction.
• Assures that the Champions Club Supervisors are performing all their responsibilities to include scheduling, employee discipline, payroll and inventory.
• Handle supply orders and invoice payments.
• Handle customer issues via phone, email or in person and guarantee that the guests are receiving the highest levels of customer service.
• Troubleshot inconsistencies with the slot rating system.
• Develop and implement player development activities for slot players.
• Responsible for the implementation of Player Development quarterly goals, such as the revenue, booking special events, telemarketing efforts and consistently meeting with individual hosts to update progress.
• Conduct on/off-site events and promotional parties to maintain customer loyalty and to obtain new business.
• Liaises with Casino Marketing to determine and assist with the execution of promotional programs to include monthly sweepstakes, slot tournaments, promotions, and gift giveaways.
• Review and ensure that all processes are completed in compliance with internal controls.
• Promotes and maintains the utmost integrity and the highest caliber of guest service and respect to all patrons and Gulfstream employees.
• Maintains a clean and safe work environment and complies with safety procedures including use of required safety equipment and identifies unsafe practices or conditions.
• Perform other duties as assigned.

Qualifications

• Two years prior experience in the hospitality/customer service industry
• Three years’ experience in the following: supervision/management, goal setting and strategy development, budget development
• Ability to obtain and maintain a valid Florida gaming license
• Ability to resolve problems in a diplomatic and tactful manner
• One to two years of work experience in a job dealing in person and on the telephone directly with guests would be preferable.
• Must be able to work effectively with peers, staff members, and regulatory agency personnel.
• Strong computer skills to include effective working knowledge of Microsoft Office Products.
• Strong written and oral communication skills required.
• Ability to solve problems and deal with a variety of situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Responsible for training new or existing employees on job responsibilities; documenting safety related issues and concerns; ensuring employees are appropriately trained in recognizing safety hazards; partaking in accident/incident investigations; addressing safety issues or unsafe working conditions; creating, implementing, and communicating safety initiatives for the department.

Physical Demands and Work Environment

• The physical demands and work environment characteristics described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand; walk; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 30 lbs. and push, pull, or drag up to 100 lbs. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• While performing the duties of this job, the employee is regularly exposed to risks associated with travel between buildings and back and forth to other areas as may be required due to business demands. The employee is occasionally exposed to fumes or airborne particles, including second-hand environmental smoke. The employee may be exposed to the risks associated in attempting to resolve issues with extremely irate or difficult guests or staff members. The noise level in the work environment varies from light to moderate.

Licenses, Certifications, Registration: Requires a Professional Combo Occupational License.